Re: [otrs] otrs Digest, Vol 36, Issue 29

I took a look at this however not sure how to set it. I guess the trouble I am having now is setting a new state that will trigger a notification event. I have a generic agent set Schedule= 10 min every day Ticket Filter Subject = Service Notification (matches tickets with this subject) Pending Times= last 5 minutes (I am assuming it triggers within the last 5 minutes of the pending time set in the ticket) Ticket Action Set new State= in process ( I have created this state under Admin > States) Now if I understand this correctly what this is doing or should be doing is setting any tickets with the subject of Service Notification and within 5 minitues of the Pending time to a new state of In Process. Why can't I get this to work. Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request@otrs.org Sent: Tuesday, September 20, 2011 5:38 AM To: otrs@otrs.org Subject: otrs Digest, Vol 36, Issue 29 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request@otrs.org You can reach the person managing the list at otrs-owner@otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Ticket Alerts (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Tue, 20 Sep 2011 08:37:10 -0400 From: Gerald Young Subject: Re: [otrs] Ticket Alerts To: "User questions and discussions about OTRS." Message-ID: Content-Type: text/plain; charset="iso-8859-1" I forgot something, where you can choose an additional pending state that changes to another state (You'd have to add the states): Ticket::StateAfterPending Key Defines which states should be set automatically (Content), after the pending time of state (Key) has been reached. On Mon, Sep 19, 2011 at 4:29 PM, Gerald Young wrote:

Generic agent runs on the numbers you choose. (50 after the hour, 8 o'clock, etc.) The ticket can only be assigned to a customer. The Notification (Event) can go to a group.

On Mon, Sep 19, 2011 at 2:52 PM, Garabed Yegavian < Garabed@firelinebroadband.com> wrote:

...

I created a Notification event #1 named Service Notification Notification Group MTU Event Create Ticket Priority Normal Subject Service Outage Notification And then the subject and text of the notification

Created a Generic Agent called Ticket Reminder, I am not sure how the schedule work, I am assuming it runs the job at those time intervals??? The ticket filter Looks for the Title Service notification Pending Times , Ticket pending time reached last 10 minutes, not sure of this.... Ticket Action Set new priority 4 high

I created a Notification event #2 named Service Notification 2 Notification Group MTU Event Ticket Priority Update Subject Service Outage Notification Subject Ticket now in progress Text xxxxx Notification article type email-notification external.

Issue

When I create a new ticket I can only send it to a specific customer not a customer group. So I send it to a specific user to test. The ticket gets escalated however it never send out the email notification of the escalation?

Thank you,

Garabed Yegavian